Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Travis Packer

Cibolo,TX

Summary

Results-oriented professional, prepared for opportunity in account management. Proven track record of fostering strong client relationships and delivering customized solutions to meet client needs. Highly collaborative team player with focus on achieving results and adapting to evolving demands. Known for excellent communication and problem-solving abilities.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Account Representative II

Sarma Collections Inc.
08.2022 - 04.2025
  • Company Overview: Headquartered in San Antonio, Texas Sarma offers: Early-Out and bad debt collection for local and national customers, a simple onboarding process guided by your personal, dedicated representative, the latest dialing technology, a courteous, bilingual, professional staff and more. All backed by superior customer service.
  • Obtained a vast knowledge of clients, policies and procedures.
  • Assigned to work their premium client, which included defaulted credit cards, personal loans and vehicle loans
  • Worked prime (after charge off) and tertiary placements
  • Efficiently managed large volume of outbound and inbound calls
  • Held high performance standards with minimal errors
  • Came in the top 3 of the collection division in 23’-24’ fiscal year
  • Maintained 100% on all quality assurance over the course of employment
  • Provided financial assistance to consumers experiencing difficult financial situations
  • Negotiated Settlements with in company guidelines to resolve any outstanding accounts
  • Trained new hires with systems, scripts and policies/procedures
  • Provided additional guidance for employees not meeting expectations or understanding new company policies
  • Handled escalated customer complaints, identifying root causes and implementing solutions
  • Assisted management with audits, additional task and implementing new procedures to increase productivity and profits, while maintaining a high level of performance
  • Received 2 Elite awards for outstanding service for 2023 and 2024
  • Kept detailed records of customer interactions for optimal traceability.
  • Resolved client disputes professionally, contributing to enhanced brand reputation and client trust.
  • Processed client payments and updated accounts.
  • Interpreted financial data to identify trends and opportunities.
  • Enhanced client satisfaction by effectively managing and resolving account inquiries.
  • Facilitated training sessions for new account representatives, enhancing team's overall skill set and performance.
  • Presented professional image consistent with company's brand values.
  • Contributed to team objectives in fast-paced environment.
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
  • Consistently exceeded quota expectations leading the way among fellow representatives.
  • Supported customer satisfaction through regular follow-up and communication.
  • Strengthened company reputation with exceptional service, handling client concerns with professionalism and patience.

Licensed Agency Producer

Farmers Insurance, Inc – Brian Reichert Agency
05.2021 - 06.2022
  • Company Overview: Farmers Insurance Exchange, Fire Insurance Exchange and Truck Insurance Exchange (Exchanges) are inter-insurance exchanges owned by their policyholders and organized under the laws of the State of California. The Exchanges, directly or through their subsidiaries, offer homeowners insurance, auto insurance and commercial insurance.
  • Develop marketing and sale plans to generate sale opportunities
  • Perform detail study of insurance products, provide excellent customer service by identifying also understanding client inquiries, answering questions, assisting with claims, applying endorsements and educating insurance coverages and reassessed client needs
  • Evaluate leads obtained through direct referrals and lead databases
  • Call prospects/clients to solicit products, calculate premiums, refunds and arrange payment methods
  • Average over 140 calls daily on warm and aged leads with the attempt to expand client portfolio
  • Customize insurance programs to suit individual customer’s needs, often covering a variety of risks
  • Sold various types of insurance policies, including automobile, fire, life, property, commercial and specialize products such as motorcycles, RV’s, etc.
  • Contacted underwriter if needed, and submitted information to obtain binder coverage
  • Utilize computers for database management
  • Secured new business opportunities by presenting compelling pitches that demonstrated the agency''s capabilities and expertise.
  • Utilized industry knowledge and emerging trends to make informed recommendations, resulting in more effective campaigns for clients.
  • Improved client retention rates by providing exceptional customer service and addressing concerns promptly.
  • Developed strong relationships with clients through clear communication and understanding of their objectives, resulting in repeat business.
  • Analyzed customer needs to provide customized insurance solutions.
  • Met with customers to provide information about available products and policies.
  • Collected premiums on or before effective date of coverage.
  • Generated leads through cold-calling, networking and other outreach methods.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Identified and solicited sales prospects in agency databases.

Collection Representative

Monterey Financial Services, LLC
11.2017 - 05.2021
  • Company Overview: Monterey Financial Services is a full-service receivables management and finance company that tailors to the specific needs of any business. Monterey's services include Consumer Financing Programs, professional Loan Servicing and Debt Recovery Solutions.
  • Maintained compliance with industry regulations and company policies while managing sensitive financial information.
  • Processed payments and applied to customer balances.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Negotiated to collect balance in full.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Held high performance standards with minimal errors
  • Exceeded call quality expectations by consistently averaging above 85%
  • Achieved top Collector of the Year in 2018 with collecting over $1 million in bad debt
  • Assisted manager/supervisor with additional daily duties while maintaining a consistent high level of performance
  • Collaborated with team members to achieve monthly collection targets, resulting in increased revenue recovery.
  • Ensured timely follow-up on outstanding accounts, minimizing potential losses due to non-payment or delayed payments.
  • Developed strong relationships with customers, fostering trust and open communication during debt resolution processes.
  • Provided exceptional customer service by listening actively to concerns and working diligently toward mutually agreeable solutions for debt repayment.
  • Balanced diplomacy with assertiveness when working with customers, ensuring respectful communication while maintaining a focus on collections objectives.
  • Utilized various skip tracing techniques to locate hard-to-find debtors and recover outstanding balances owed.
  • Counseled debtors on payment options and arranged installment agreements.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Enhanced collection efforts by maintaining detailed records of client communications and payment history.
  • Managed a high volume of accounts, prioritizing tasks to maximize productivity and results.
  • Negotiated favorable settlements with debtors, balancing company interests and client needs for mutually beneficial agreements.

Supervisor in the Collection Division

Monterey Financial Services, LLC
01.2016 - 10.2017
  • Company Overview: Monterey Financial Services is a full-service receivables management and finance company that tailors to the specific needs of any business. Monterey's services include Consumer Financing Programs, professional Loan Servicing and Debt Recovery Solutions.
  • Lead and managed audits for major clients, employees and overall efficiency of employee production.
  • Promoted continuous improvement of daily operations
  • Handled escalated customer complaints, identifying root causes and implementing solutions
  • Re-engineered company policies and procedures to improve efficiency
  • Researched several client issues such related to delinquency and strategized to overcome said issues
  • Trained and supervised staff on handling compilations, reviews and audits
  • Administered quality of work checks by monitoring calls, preformed account reviews to ensure integrity, minimize errors and track operative performance
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.

Manager in the Loan Servicing Division

Monterey Financial Services, LLC
01.2015 - 01.2015
  • Company Overview: Monterey Financial Services is a full-service receivables management and finance company that tailors to the specific needs of any business. Monterey's services include Consumer Financing Programs, professional Loan Servicing and Debt Recovery Solutions.
  • Responsible for disciplinary action up to and including termination
  • Held monthly employee meetings to improve customer service and overall performance
  • Compiled schedules for the department to ensure maximum coverage in the call center
  • Implemented target goals/metrics by setting and enforcing standards for speed and efficiency
  • Successfully improved monthly charge-off losses
  • Managed daily operations of the call center; identified training needs and revamp working aids related to everyday duties.
  • Effectively responded to BBB, CFPB complaints after thorough investigations of any compliance issues
  • Thoroughly investigated potential lawsuit threats, provided detailed summaries/outlines of any potential legal exposures and made recommendations how to effectively resolve to the executive team.
  • Monitor performance of personnel, directly responsible for the moral and welfare of 20+ staff members
  • Liaison to senior management; develop the channel's strategic plans to ensure client performance and revenue growth.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Organized professional development programs for staff, leading to improved performance and skill sets.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Supervisor in the Loan Servicing Division

Monterey Financial Services, LLC
01.2012 - 01.2015
  • Company Overview: Monterey Financial Services is a full-service receivables management and finance company that tailors to the specific needs of any business. Monterey's services include Consumer Financing Programs, professional Loan Servicing and Debt Recovery Solutions.
  • Lead and managed audits for major clients, and overall efficiency of employee production.
  • Researched client issues related to delinquency and strategized to overcome said issues
  • Handled escalated customer complaints, identifying root causes and implementing solutions
  • Ensure staff members adhere to established policies, procedures and controls
  • Re-engineered company policies and procedures to improve efficiency
  • Aided management with interviewing potential candidates and assisted in building a most effective and productive team
  • Administered quality of work checks by monitoring calls to ensure integrity, minimize errors and track operative performance
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.

Supervisor in the Finance Division

Monterey Financial Services, LLC
01.2008 - 01.2012
  • Company Overview: Monterey Financial Services is a full-service receivables management and finance company that tailors to the specific needs of any business. Monterey's services include Consumer Financing Programs, professional Loan Servicing and Debt Recovery Solutions.
  • Lead and managed audits for major clients, and overall efficiency of employee production.
  • Researched client issues related to delinquency and strategized to overcome said issues
  • Trained and supervised staff on handling compilations, reviews and audits
  • Handled escalated customer complaints, identifying root causes and implementing solutions
  • Ensure staff members adhere to established policies, procedures and controls
  • Re-engineered company policies and procedures to improve efficiency
  • Aided management with interviewing potential candidates and assisted in building a most effective and productive team
  • Administered quality of work checks by monitoring calls to ensure integrity, minimize errors and track operative performance
  • Developed effective improvement plans in alignment with goals and specifications.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.

Account Rep II (Team Lead) in the Loan Servicing Division

Monterey Financial Services, LLC
01.2007 - 01.2008
  • Company Overview: Monterey Financial Services is a full-service receivables management and finance company that tailors to the specific needs of any business. Monterey's services include Consumer Financing Programs, professional Loan Servicing and Debt Recovery Solutions.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Provided valuable input resulting in new opportunities for growth and development.
  • Collaborated with team members to achieve monthly goals.
  • Efficiently managed large volume of outbound and inbound calls averaging over 175 calls daily
  • Secure payment arrangements on accounts that became 30-, 60-, 90- and 120-day delinquencies.
  • Made recommendations for 120-day delinquent accounts for charge-off and to be placed into collections.
  • Provide Financial Assistance to consumers that are experiencing difficult financial situations
  • Obtained vast knowledge of clients and retail installment contracts
  • Handled escalated customer complaints, identifying root causes and implementing solutions
  • Mentored new team members, provided training and share best practices to help improve performance and customer service
  • Maintained high level of performance while assisting, guiding and sharing with team members vast client knowledge
  • Collaborated with other departments to address customer needs and service requests.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence.
  • Enhanced company reputation by providing exceptional customer service and an knowledge to consumers

Account Rep I in the Loan Servicing Division

Monterey Financial Services, LLC
07.2005 - 05.2007
  • Company Overview: Monterey Financial Services is a full-service receivables management and finance company that tailors to the specific needs of any business. Monterey's services include Consumer Financing Programs, professional Loan Servicing and Debt Recovery Solutions.
  • Provide excellent customer service and account knowledge to consumers
  • Efficiently managed large volume of outbound and inbound calls
  • Secure payment arrangements on accounts that became 30-, 60-, 90- and 120-day delinquencies to resolve delinquencies.
  • Made recommendations for 120-day delinquent accounts for charge-off and to be placed into collections.
  • Provide Financial Assistance to consumers that are experiencing difficult financial situations
  • Sent delinquencies notices once consumers became delinquent
  • Obtained vast knowledge of clients and retail installment contracts
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
  • Contacted customers to assess satisfaction and current needs.
  • Analyzed accounts for delinquencies and other ongoing issues.
  • Identified possible at-risk accounts enabling preemptive intervention measures before any loss or dissatisfaction occurred.
  • Consistently exceeded quota expectations leading the way among fellow representatives.
  • Supported customer satisfaction through regular follow-up and communication.
  • Strengthened company reputation with exceptional service, handling client concerns with professionalism and patience.

Financial Services Representative

24-hour Fitness Corporate Offices
03.2001 - 05.2005
  • Company Overview: Privately owned and operated fitness and the second largest fitness chain in the United States based on revenue.
  • Collect on past due enrollment defaults, monthly dues and annual renewals
  • Secured automatic billing for consumers
  • Expertise on retaining club members and resell of membership benefits
  • Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
  • Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
  • Enhanced customer relationships with personalized service and addressing individual concerns promptly.

Education

Diploma -

Vista High School
Vista, CA
06.2000

Skills

  • Proficient in Microsoft Word, Excel, and Outlook
  • Experienced with Megaterm/Accuterm/RMex collection software
  • Proficient in Ring Central/Bria communications
  • Experience with DYL/Policy center lead tracking
  • Proficient in Lexis Nexis/TLO/CBC Innovis skip tracing software
  • Experience with CRM systems
  • Client relationship management
  • Achievement-focused
  • Cross-departmental/teamwork collaboration
  • Negotiation expertise
  • Delinquency management
  • Detail-oriented approach
  • Effective multitasking/organizational skills
  • Customer service excellence
  • Effective Team leadership
  • Customer-focused sales strategy

Accomplishments

    Received several awards from past employers with regards to providing excellent service to the organization as well as to their consumers base.

Certification

  • Exam FX (CA)– Certificate of Completion for Property and Casualty training (40 hours)
  • Exam FX (CA)– Certificate of Completion of Ethics (12 hours)
  • Casualty and Property licenses through the State of California on May 19, 2021, passed on first attempt
  • Exam FX (CA)– Certificate of Completion for Life and Health or Sickness training (40 hours)
  • Life and Accident & Health or Sickness licenses through the State of California on September 17, 2021, passed on first attempt

Timeline

Account Representative II

Sarma Collections Inc.
08.2022 - 04.2025

Licensed Agency Producer

Farmers Insurance, Inc – Brian Reichert Agency
05.2021 - 06.2022

Collection Representative

Monterey Financial Services, LLC
11.2017 - 05.2021

Supervisor in the Collection Division

Monterey Financial Services, LLC
01.2016 - 10.2017

Manager in the Loan Servicing Division

Monterey Financial Services, LLC
01.2015 - 01.2015

Supervisor in the Loan Servicing Division

Monterey Financial Services, LLC
01.2012 - 01.2015

Supervisor in the Finance Division

Monterey Financial Services, LLC
01.2008 - 01.2012

Account Rep II (Team Lead) in the Loan Servicing Division

Monterey Financial Services, LLC
01.2007 - 01.2008

Account Rep I in the Loan Servicing Division

Monterey Financial Services, LLC
07.2005 - 05.2007

Financial Services Representative

24-hour Fitness Corporate Offices
03.2001 - 05.2005

Diploma -

Vista High School

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